Delivery Questions Top

Why fonehouse?

What do you get when you purchase from fonehouse?

•   Easy to use website - providing our customers with the best shopping experience.
•   Latest mobile phones - home to the biggest brands.
  • •   Large range and fantastic customer service - we focus on carefully chosen products with good value in terms of price and service delivery.
  • •   FREE next day delivery service - simply place your online order by 3pm today, and we'll deliver it to your chosen destination the next working day.
  • •   UK customer service - UK based advisers that understand your needs.
  • •   Leading UK online mobile phone retailer - that listens and delivers what customers want.
  • •   We offer more than just a products and services, we offer ethically responsible ways of connecting people.

When will my phone arrive?
We use DPD's premium next day delivery service which requires a signature on arrival.  If you are not going to be home DPD will leave you a consignment card and you are able to pick up your item from your nearest collection point, or alternatively rearrange delivery.
 
Order Time: Expect delivery:
Monday to Thursday before 8pm Next day
Friday before 5.30pm  Next Day
Saturday  Monday
Sunday before 4pm  Next Day


What happens if I miss the delivery?
If you are not at home DPD will leave a calling card (with contact details) and reattempt the following day. However, first-time deliveries that are missed on a Friday or Saturday will be reattempted on the following Monday. If your second delivery is missed, your order will be returned to your nearest DPD depot for five working days. You can get in touch with DPD online or by calling 0121 275 0500 
 
I have just received my package but cannot locate the SIM.
The SIM card is usually located either in the network welcome pack, or in an envelope down the side of the phone box. If you still cannot locate the SIM card please contact us by email at support@fonehouse.co.uk or call 0333 900 1133 quoting your full name, mobile number & home postcode.

LG G7 ThinQ - FREE 24" Dual purpose LG TV Monitor - RRP £179.99. To redeem this promotion customers must email support@fonehouse.co.uk with the customer order within 30 days of the connection date. This promotion is only available to customers who purchased an LG G7 from uSwitch during the time of the promotion. 
 
Accessory / Free Gift Queries Top

When can I expect delivery of my free gift?
Free gifts are delivered within 30 days of the connection of your mobile phone. We will send you confirmation of delivery closer to the time. The package will be dispatched to your home address. We cannot deliver these items to alternative addresses.

I am missing an item
Please contact us by email at support@fonehouse.co.uk or call 0333 900 1133 quoting your full name, mobile number & home postcode. We will aim to contact you within 2 hrs of receiving your email.

I have a faulty accessory.
If the accessory you received from us is faulty. Please contact us by email at support@fonehouse.co.uk or call 0333 900 1133 quoting your full name, mobile number & home postcode, detailing the fault so we can investigate this further. We will try to contact you within 24 hours of receiving your email.

My free gift has become faulty, what can I do?
You can contact the manufacturer of the product for instructions on repair or support@fonehouse.co.uk for assistance.

I have changed my mind and now prefer to have a different free gift?
Once the free gift has been used it can’t be returned.

What happens if I miss the delivery?
If you are not at home DPD will leave a calling card (with contact details) and reattempt the following day. However, first-time deliveries that are missed on a Friday or Saturday will be reattempted on the following Monday. If your second delivery is missed, your order will be returned to your nearest DPD depot for five working days. You can get in touch with DPD online or by calling 0121 275 0500
 
I have a billing query Top
 
 
Phone not working Top

My new phone is not active yet - I can’t make / receive calls?
When we dispatch your phone, we also arrange for the network to connect your phone. The networks work on this whilst your phone is travelling to you, and should be connected within 24 hours after delivery. We do this to make sure that your line rental starts on the day you receive the phone and not before.

What can I check?
Make sure that the phone is fully charged. Most manufacturers recommend 12 hours to ensure that the phone gives you maximum call and standby times. Make sure that the battery is fitted correctly - take it off and replace it.

Is the SIM card inserted?
Is the SIM card in the right way? It should only fit one way. Call your new mobile number from a landline. If you hear a 'dead tone' the handset has not yet been connected. Switch your phone off and then back on again. Your phone may need to reset before the connection is completed. Are you in an area where there is coverage? Step outside and try it there just in case the building is stopping the signal getting through - some metal framed buildings can cause problems... 

Still won't work?
Please call our customer service number on 0333 900 1133  between Mon - Thurs: 09:00-20:00, Friday: 09:00-18:00, Saturday: 09:00-17:30 (Sunday: Closed), Bank Holiday: Open or e-mail us at support@fonehouse.co.uk. You can also call the manufacturer, numbers are in the useful contacts section below.

My phone seems to have a fault
If you believe your phone has developed a fault try the following just to make sure that it really is faulty: Make sure that the phone is fully charged. Put it on charge for a couple of hours, make sure that the "charge indicator" is charging. It is best to charge the phone when switched off. Make sure that the battery is fitted correctly - take it off and replace it.

I have lost/damaged my sim card
You will need to purchase a new sim card from your network, please see important number section in the FAQ’s for contact details of your Network. 
 
Important Information Top

Change of address, name, and bank details
If you have changed your address details, it is vital that you update your new address details by contacting our customer service department by email support@fonehouse.co.uk or 0333 900 1133 between Mon - Thurs: 09:00-20:00, Friday: 09:00-18:00, Saturday: 09:00-17:30 (Sunday: Closed), Bank Holiday: Open. Please remember that you need to advise your Mobile phone network as it is they who send out your bill each month, and WCS, who administers your mobile phone insurance. Contact information can be found in the section entitled Useful Numbers. Please note that failure to change your details could affect your payments.

Special Conditions 

What happens if I want to cancel?
Please note that if you decide to return the mobile phone package, the following conditions apply: We must receive the phone within our 14-day piece of mind guarantee period. The complete package must be returned to fonehouse including all the accessories.
To arrange the return of your phone, please call us on 0333 900 1133

Our Returns Terms can be found here: Terms and Conditions.

Why the seal broken and the SIM is inserted in the phone?
To carry out quality checks and insert the SIM card into the phone we sometimes have to break the seal. This doesn’t affect your statutory rights or your rights to return the phone providing you adhere to our Returns Policy. See ”What happens if I want to cancel my SIM Card.

If the above conditions are not met we reserve the right to refuse to accept the return of the mobile phone package meaning that the contract for airtime that you have entered into will not be cancelled and the goods will be returned to you. 

To arrange the return of your phone, please call us on 0333 900 1133

Our Returns Terms can be found here: Terms and Conditions.
 
Questions about Insurance Top

Do I have to have insurance?
No you don’t, but we highly recommend that you take insurance. We can provide you insurance that covers you for theft, accidental damage, water damage, and misuse of airtime.

Remember if you have your phone stolen or it gets damaged you will still have to pay your line rental to the network for the time remaining on your contract.

What do I need to do, if my handset has been stolen?
You will need to contact the police to obtain a crime reference number within 24 hours of your handset being stolen. You will also need to bar your handset/line within 24 hours with your network. (See Useful Contact Numbers to obtain contact details). If you have insurance, contact WCS Insurance.

I want to make a claim for theft of my mobile phone.
You can either claim online at wcsinsurance.co.uk or request a claim form by calling
Warranty and Creditor Services on (01256) 471387

What do I need to do, if my handset has been accidentally damaged or damaged by water?
If you have insurance, contact Warranty & Creditor Services as shown above.

If I cancel the insurance, do I have to return my phone?
No, the phone contract and the insurance contract are not linked, and therefore cancellation of the insurance does not directly affect the phone contract, but it does become effective immediately.

How can I cancel the insurance?
You can cancel at anytime
 
Can I keep my number if I change Networks Top

 
Network Coverage Top

Are there Network Coverage Problems in my area?
Our customer service team can provide a coverage check for your area call us on 0333 900 1133. Fonehouse does not have access to detailed information about current problems on the networks, for information on problems in your area please call your network on the number shown below.

 
PUK Codes Top

PUK Code - What is it?
This is your "Personal Unblocking Key". If your SIM card becomes "blocked" you will no longer be able to make or receive calls. To resolve this, you must contact your Mobile phone network who, once they have confirmed your identity, will supply you with the 8-digit code. fonehouse does not have access to this code, so please ring the Mobile phone network.

Do not guess! - 10 consecutive wrong attempts will permanently block the SIM. You will then need to obtain a new SIM card from your Mobile phone network, for which you may be charged. As well as costing you money this will have to be posted to you resulting in further inconvenience to you.

You can obtain your PUK from your Mobile phone network. Their number is on your monthly bill, or you can obtain the number for your provider from the Useful Numbers section.
 
Setting up and Using Bluetooth Top

How do I set up my Bluetooth?
To send or receive a Bluetooth file, you must have a Bluetooth handset, and the handset you wish to connect to must also be Bluetooth compatible.

Both devices must also have Bluetooth switched on! There may be a 'Connectivity' option in your phone's menu that allows you to activate Bluetooth. If not, your phone's manual will have details of how to do so.

For further information on this please refer to your handset and network user guide.
 
Setting up and Using Voicemail Top

How do I set up my voicemail?
Voicemail is set up and ready to use on all new handsets, though you may be asked to personalise it by recording a message when you first access the service.
Voicemail is the best way of ensuring that you don't miss any calls. Depending on the settings you choose, voicemail will answer calls when you can't and allow callers to leave you messages.

How do I retrieve my voicemail?
Full details will be found in your phone manual.

How do I set up a “Voicemail” message?
When you first access your voicemail, the recorded options menu should provide instructions as to how to record a voicemail message. Details will also be found in your phone manual.

For full information on this please refer to your handset and network user guide
 
Using MMS or Picture Messaging Top

I can't get MMS or picture messaging
You may have to adjust your options in the settings menu on your handset to activate your MMS functions. Full details of how to do this will be found in your phone manual.

If you are sent an MMS file, but your phone is not compatible, you will receive a text message containing the URL of a website on which you can access the file. 

For further information on this please refer to your handset and network user guide. 
 
Cancellation Top

I am coming to the end of my contract and want to upgrade my phone / tariff.
You can only upgrade your handset in the last 2 months of your contract. If you are within the last 2 months of your contract and wish to upgrade, please call us on 0333 900 1133.

Also note that if you take a new mobile deal with fonehouse you can, in most cases, keep your existing mobile number.

I have returned the mobile phone to you but I'm still receiving bills. 
If the bill you have received is the first bill since returning your handset you can ignore it. Once the disconnection has been processed the mobile phone network will amend the bill. If you have received several bills since returning your handset, please contact us by email at support@fonehouse.co.uk quoting your full name, mobile number & home postcode. We will try to contact you within 24 hours of receiving your email.

I have received my new mobile phone and want to return it 
The equipment must be returned in a re-saleable condition with all box contents present. It is within 14 days from receipt of the phone and all the packaging and accessories are returned in their original condition.

Please note that you will be billed for any usage during this time.

To return your phone, please call 0333 900 1133 . You will receive a returns reference; the cost of the return must be paid by you.

Please parcel up and securely seal the entire phone package in its original condition. The package must be received within 14 days of the original phone delivery date - we cannot disconnect the phone after that date and you will be liable for the full contract.

The phone must be returned by Royal Mail Special Delivery as it covers the total value of the mobile phone package which is approximately £500. If you do not return the phone by Special Delivery and we do not receive it, we will be unable to cancel the Airtime Agreement and you will be liable for the line rental and any calls made for the minimum term of the contract.

Please contact your bank to cancel the Direct Debits for the Airtime provider & WCS Insurance.

Please note that you will automatically receive 2 bills; please ignore the first bill (for line rental only). The 2nd adjusted bill will be for the time the phone has been connected which you must pay.

I have placed an order for a new mobile phone and wish to change it or cancel the order.
If the phone has already been dispatched it must first be returned to fonehouse returns department within 14 days of receipt before we will cancel or change it.

If the phone hasn’t been dispatched please call our customer service department on 0333 900 1133 to discuss your order. Please note that our opening hours are Mon - Thurs: 09:00-20:00, Friday: 09:00-18:00, Saturday: 09:00-17:30 (Sunday: Closed)
 
Questions about Mobile Phone Exchange Top

How do I send my mobile phone back?
If you wish to cancel you must call our customer service department on 0333 900 1133 to obtain a return reference, then return the phone by special delivery to our returns department. This must be done within 14 days from receipt of the phone. If the phone is faulty you have 30 days to return your phone to be exchanged for the exact same model.

What is the definition of a mobile phone in full working order?
A mobile phone in full working order means the phone is fully functional, i.e. the phone switches on and off, all the buttons on the keypad work, no display or water damage.

How do I know what model of mobile phone I have?
The model of the mobile phone is found on a barcode label under the battery on most models. Take out the battery and look carefully at the label alternatively you can use the search functionality and compare the picture of the mobile phone you have with the one on the screen.

What is "Water Damage"?
Any liquid that gets inside your phone will cause serious permanent damage. Sometimes a phone will continue to work after liquid has got in but more than likely it will stop working within 1 or 2 months. There are tell-tale indicators on some phones alerting engineers to water damage.

How do I know whether my phone's display is damaged?
There are two types of display damage that are inspected for. The first is if the display is cracked and it will look as though it is bleeding. The second is if the display is faint or patchy, so either the whole screen is difficult to read, or parts of the display are blank. In these cases MPX will have to replace the display which is a very expensive item.  
 
Useful Contact Numbers Top

MANUFACTURERS 

APPLE:
Customer service: 0800 048 0408
Technical support: 0800 107 6285
Website www.apple.com/uk/support

LG: 
Customer service: 0344 847 5454
Website www.lge.co.uk


NOKIA: 
Website: https://www.nokia.com/en_gb/phones/support#contact-us

SAMSUNG: 
Customer service: 0330 726 7864
Website: http://www.samsung.com/uk/support/

SONY: 
Customer service: 020 7365 2810
Phone Support: ‎+44 3705 237 237
Website: https://support.sonymobile.com/gb/contactUs/
 
Huawei
Website: https://consumer.huawei.com/uk/contact-us/
 
HTC
Website: https://www.htc.com/uk/support/
 
Doro
Technical support call 0844 369 0107 Mon - Fri 8.30am - 4.30pm
Email: support.uk@doro.com
 
Motorola
Customer Support: 03339-997-550 Mon - Fri 8:00 a.m. - 6:00 p.m
Website: https://mobilesupport.lenovo.com/uk/ek/tiles
 
Alcatel
Hotline: +442074580026 From Monday To Friday 9am to 6pm


Network Service Providers

EE Customer Services
 
From EE mobile dial 150                    Free during our opening hours* (25p per call on pay as you go)
From EE landline dial 07953 966 250   Please refer to the EE pricing guide for calling costs
From Another provider call 0800 079 8586 Check call charges with your provider
From abroad      dial +44 (0) 7953 966 250 Please check EE roaming charges for calling costs
 
 
Vodafone Customer Services (advisers are available Monday to Sunday 8am to 9pm)
From Vodafone mobile dial 191
From landlines or other mobile providers call 03333 040 191 (standard call charges apply)
From abroad call +44 7836 191 191 (free from a Vodafone mobile)
For Home Broadband support call 08080 034 515 (free from all UK landlines and mobiles
 
Three
From your Three phone dial 333 Free, unless you’re on one of our new Essential Plans, in which case it will come out of any available minute’s allowance or charged at your out of allowance rate of 35p per minute.
 
From another phone call 0333 338 1001 Standard call rate applies.
 
From abroad call +44 7782 333 333 Standard roaming costs apply. Find out about our international charges.
 


fonehouse Registered office
KTM Online Limited, 7 Treadway Tech Centre, Treadway Hill, Loudwater, High Wycombe, Bucks, HP10 9RS
0333 900 1133 e-mail: support@fonehouse.co.uk Opening Times: Mon - Thurs: 09:00-20:00, Friday: 09:00-18:00, Saturday: 09:00-17:30, Sunday: Closed, Bank Holiday: Open.

WCS Insurance
01256 471387 Hours: 9:00 to 17:00 Monday to Friday

 

QUESTIONS ON GDPR Top

 

Where do Fonehouse collect my marketing preferences? 

From 25th May 2018 Fonehouse will collect your marketing preferences either through our checkout, or anywhere where you enter data into our website.  Our website is secure and any data you provide to us is secure.

 

How do I update or change my marketing preferences? 

Every time Fonehouse contacts you, you will have the option to unsubscribe or opt out of specific marketing.  Instructions on how will be sent every time we contact you via text or email.

 

If you ordered from 25th May 2018 onwards, you can update your marketing preferences by logging into the website and selecting ‘Marketing Preferences’ in the footer. 

 

All customers can also email gdpr@fonehouse.co.uk with your name, email and DOB, requesting to opt out of specific contact methods.

 

How does Fonehouse use my data? 

Fonehouse may use your data to send you information about relevant products and services, as well as any special offers and exclusive promotions you have access to as a Fonehouse customer.  Fonehouse will not pass your data to any third party for marketing purposes and on every contact will give you option to opt out of marketing.

 

When I give my data to Fonehouse is it secure? 

Absolutely!  Fonehouse collect your data through a secure connection and personal data is stored on servers which have various levels of security to ensure you data is safe and secure.  Cardholder data is deleted once your order is cancelled or complete and is not stored.